The guy decided to interject Microsoft into Google's fiasco. I don't know if he had some experience that he felt represented the rule and not the exception, or if he just wanted to rub shit on them (MS). Either way, that was completely uncalled for; especially considering Microsoft does and can provide support, and even very good support at that; and especially considering that you could mention at least a dozen major corps that provide much worse support on their best day then MS does on its worst day.

"I'm surprised to hear you mention MS in the same sentence as Google. In my experience MS has a big, well run, very good, support department. There are many other big companies you could have used as examples of poor customer service"

Cut the 'in my experience'. MS objectively has a large support infrastructure that goes through to the engineers. Also 'should' fits better than 'could' when that is a sentence by itself. You don't need to neuter the message to be polite.

Tell you what, call up your MSFT rep and ask them to set the Smooth Streaming flag on an Azure CDN blob and see how you feel how good their support is.